hindustan zinc ltd._summer internship_july2009_ hzl - internship project - revised 2 august 2009

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SUMMER INTERNSHIP REPORT

ON

Study of Client Satisfaction Level in Hindustan Zinc Ltd. (Acid Business)

Submitted in Partial Fulfilment of the Requirement for the Degree

of Bachelor of Business Administration from Amity School of Business, Amity University, NOIDA

Submitted By: Mr. Zulfiquar Hadi B.B.A. (2007-10) Roll No.: A3906407G50 Enrolment No.: A3906407464 (+91-9910877534) [email protected]

Submitted to: Mrs. Nidhi Gupta Lecturer, Amity School of Business, Amity University, Sec – 125, Noida – 201303

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Preface

Like many other universities and institutes, Amity School of Business

requires the students of Bachelor of Business Administration (BBA) to

undergo internship training at a business house of repute before awarding

the degree. I approached many business establishments out of which my

internship programme was arranged with Hindustan Zinc Ltd. (Udaipur,

Rajasthan).

Hindustan Zinc Ltd. (HZL) is a major producer of sulphuric acid which is a by-

product of their metal refining process. Sulphuric acid is used in

manufacturing of a variety of products. Clients of the acid business of HZL

are industrial houses engaged in manufacture of different commodities.

Because the company is in B2B (Business-2-Business) dealing, it did not

necessarily require deployment of any intensive marketing/advertising

method. However, it did require a built of customer relation and improvement

in the services rendered to boost its business and counter the competition.

As a marketing intern in Hindustan Zinc Ltd. (acid business), I found it

fascinating to go deep into the arena of research and study the acid

business’ initiatives towards marketing. Hence, in consultation with my

industry guide, I decided to explore depth of the big picture and undertake a

project for the same.

Zulfiquar Hadi

Udaipur,

2.07.2009

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Acknowledgement

Starting from my primary school teachers, it would be impossible to thank

all of the individuals who made, in one way or another, contributions in

making this project possible. I would like to gracefully thank Mr. Sanjay Khanna (Associate General Manager & Head, Acid Business – HZL) for

providing me this research opportunity. I present immense thanks to my

industry guide, Mr. Jagdeep Singh (Associate Manager, Hindustan Zinc

Ltd.) and my faculty guide Mrs. Nidhi Gupta for providing me the grand

guidance during the research. I acknowledge the continuous support

provided by them throughout the study. I also acknowledge the assistance

provided by Mr. Varun Garg (Executive, Acid Marketing - HZL) and Mr. Amit Ajeet (Executive, Commercial - HZL) during the project. I am earnestly

thankful to Mr. Ravi Gupta (Head, Corporate Learning and Development -

HZL) for helping me overcome the hurdles during the project.

I would like to express my deep and sincere gratitude to Prof. Alka Munjal, who has, always, been a source of inspiration for me.

I am thankful to Mrs. Supriya Jha for providing me immense help in

designing the survey questionnaire cover letter.

I also owe many thanks to my senior secondary school teacher Mr. G.S. Mongia who has influenced my professional career as much as my family.

I am extensively thankful to my great family, especially to my parents and

maternal uncle for providing me a great moral support during this project.

I would like to thank all my dear friends for their support and presence in my

life.

(Zulfiquar Hadi)

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Executive Summary

Hindustan Zinc Ltd. (HZL), an ancillary of Vedanta Resources, is a major

producer of zinc, lead, and silver in the country. Huge quantity of Sulphuric

acid is produced as a by-product of zinc and lead refining process which is

marketed to different manufacturing industries. This project was taken up

with the objects to quantify the current satisfaction level of the client

industries vis-a-vis marketing procedures of HZL acid business, to identify

the factors that may improve the satisfaction level of the clients and to

formulate long/short term plans to boost the acid business of the company.

Response of the clients was obtained though a scrupulously prepared on-line

questionnaire. The survey was based on seven criteria for evaluation that

included Product quality, Services rendered, Responsiveness, e-Salesmate,

Product pricing, Complaint handling, and overall Experience with HZL.

Responses were quantified on the basis of marks scored and were

categorized as Delight, Satisfied, Average, and Below Average. Overall

rating of the company was 82.8% which is in delight range. E-Salesmate was

the most appreciated service (87.7%) followed by services rendered (85.8%)

and complaints handling (85.4%). Product quality (79.7%) and

responsiveness (77.2%) were found to be comparatively weaker areas which

need to be improved.

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Table of Contents

Topic Page no.

Chapter – 1 6

Introduction

Chapter – 2 22

Materials and methods

• Sampling

• Research design

• Methodology

• Analysis and interpretation

Chapter – 3 32

Results and discussion SWOT analysis

Chapter – 4 72

Conclusion and recommendations

Chapter – 5 75

Future prospects

Chapter – 6 76

Appendix

Chapter – 7 167

References

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Chapter – 1

IInnttrroodduucctt iioonn Introduction of Vedanta Group: Vedanta, an over US $ 8.2 billion, Vedanta Resources plc (‘Vedanta’) is a

London listed FTSE 100 diversified metals and mining major. The group

produces aluminum, copper, zinc, lead and iron ore and also commercial

energy. Vedanta has operations in India, Zambia and Australia and a strong

organic growth pipeline of projects. With an empowered talent pool of

30,000 employees globally, Vedanta places strong emphasis on partnering

with all its stakeholders based on the core values of entrepreneurship,

excellence, trust, inclusiveness and growth.

Chairman – Mr. Anil Agarwal

Deputy Chairman – Mr. Navin Agarwal

Chief Executive Officer – Mr. Kuldeep Kumar Kaura

National presence

• Hindustan Zinc Limited (HZL)

• Sterlite Industries (India) Ltd (SIIL)

• Bharat Aluminium Company Ltd (BALCO)

• The Madras Aluminium Company Ltd (MALCO)

• Vedanta Aluminium Ltd. (VAL) Lanjigarh

• Sesa Goa Limited

• Sterlite Energy Limited

‐ 7 ‐

Global presence Copper Mines of Tasmania, Tasmania

Konkola Copper Mines, Zambia

Sterlite Group has also strong presence in Optical cables business through

Sterlite Optical Technologies Ltd. (a non Vedanta Company)

Project investments Vedanta is slated to make a $7.5 billion investment programmed. First phase

of $2.2 billion completed on time and within budget. The next phase of $5.3

billion is under implementation and on schedule.

‐ 8 ‐

INTRODUCTION OF STERLITE GROUP

Sterlite Industry India Ltd (SIIL), a part of Anil Agarwal Group is one of the

major players in Copper Industry. Twin star Holdings Ltd, Mauritius is the

parent company of the SIIL by holding 51% Equity in the later. SIIL in turn

controls Bharat Aluminum Ltd (BALCO) and Hindustan Zinc Ltd (HZL).

The company had in its Rs.551.5 cr bid for 51% stake of Balco. It plans to

make Balco the lowest cost aluminum producer over the next three years.

The company makes the substantial investment to make balco a world class

benchmark producer. Company’s vision to acquire Balco is to convert it into

a platform to move on and take on the International Market.

The Company takes 52% stake Zinc from Government of India at a price of

Rs.445 cr. acquired through Sterlite Opportunities and Ventures Ltd., a

special purpose vehicle set up for the same. SIIL is also planning for the

Restructuring its business under the scheme of arrangement by which, the

company would separate the copper business in a separate company. For

this a 100% subsidiary company was incorporated viz Sterlite Copper Ltd.

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The Shareholders have approved the scheme of arrangement and the same

has been filed in the High Court of Mumbai and Chennai. During 2001-02 the

company embarked on a capital restructuring exercise whereby the company

will purchase from its existing

Shareholders up to 50% of its existing equity share capital at a consideration

of Rs.150 per fully paid up equity share. The same was approved by the

Board and Hon’ble High Court of Mumbai and accordingly the company has

purchased 2, 00, 68,004 equity shares and the same has been cancelled on

26th August, 2002.

Today the govt continues to hold a major 49.92% stake in the company.

Before sell off its stake was 75.92% the chairman of the company is a govt.

appointee & the govt. still retains control over HZL board with 6 of the

present 11 directors.

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INTRODUCTION OF HINDUSTAN ZINC LTD

Hindustan Zinc Ltd. was created from the erstwhile Metal Corporation of

India (MCI) on 10th January 1966 as a Public Sector Undertaking in the

mining industry.

Industrial policy Resolution 1956 kept the extraction of ferrous and non-

ferrous mineral resources in the core sector keeping the right of extracting

the same exclusive to the government. Nationalization of Metal Corporation

of India is to been seen in the context. The authorized and paid up capital of

the company at the time of nationalization was Rs. 422.53 crores equally

divided into 422531900 equity shares of Rs. 10 each.

At the time of nationalization the company was having one mining unit i.e.

Zawar Mines, in the State of Rajasthan, one smelting unit i.e. Tundoo Lead

Smelter in the State of Bihar and another smelting unit is under construction

i.e. Debari Zinc Smelter in the State of Rajasthan – in its hand. The initial

production capacity of Zawar Mines unit was 500 TDP and that of the Lead

Smelter 500 TPA. After nationalization the government of India’s first task

was the completion of the Debari Zinc Smelter under construction and its

commissioning. The company has gradually increased its production

capacity so as to match the demand supply position of lead and zinc. Today

the Company’s market share is about 70% and it is continuously striving for

making the country a surplus one in respect of these two metals.

In April 2002, Sterlite acquired a 46% interest in HZL from the Government of

India and the open market, and it became a part of the Sterlite group. Since

then HZL has been growing from strength to strength. In August 2003,

Sterlite acquired a majority state in HZL by acquiring another 18.9% interest

from the Government of India.

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HZL produces Zinc, Lead and by-products viz. Cadmium, Sulphuric Acid and

Silver. HZL achieved an all-time high production output of 81046.94 MT of

Zinc concentrate during 2007-08

Today HZL is India’s leading Zinc producer mine. It is one of India's leading

base metal producers, and is unique in the context of its technological

versatility coupled with vertical integration in several metals. HZL had

entered into a Memorandum of Understanding (MOU) with the Council of

Scientific and Industrial Research (CSIR) for setting up a nickel technology

proving plant of 10 tonnes per day. The technology is for extracting nickel

from overburden of chromite at the Sukhinda Mines in Orissa.

It has also signed an MOU with BHP Minerals, Australia, and is working on a

joint venture project for exploration of base and precious minerals in

Rajasthan. The company has entered into yet another MOU with Vigego,

Vietnam and La- Source, France, for exploration at Pac-Lang for gold

prospecting in Vietnam. HZL has also entered into an arrangement with

Broken Hill of Australia for grassroots exploration of zinc, lead and other

minerals in Rajasthan. HZL was negotiating with another Australian

company, Pasminco, for exploration in the Ajmer district. The company has

completed exploration for evaluation of Gossan resource in parts of agpura.

The Company has been declared a "Mini Ratna". Its Zinc Smelters are

situated in Chanderiya, Debari and Visakhapatnam. It has lead-zinc mines in

Dariba, Rampura Agucha, and Zawar. It has nearly 6400 employees.

Hindustan Zinc Limited with its world class mines and smelter has now

become world renowned lead zinc major. With the present tempo of work,

the company’s dream of making India a surplus country in respect of these

two non-ferrous metals, no doubt, will soon become reality1.

1 Ajeet, Amit (Executive, commercial – HZL)

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Hindustan Zinc Limited (HZL), which is an ancillary of Vedanta Resources is

a London listed FTSE 100 diversified metals and mining company. The

group produces aluminium, copper, zinc, lead and iron ore and also

commercial energy. HZL is the operating company of Vedanta in Lead, zinc

and Sulphuric acid business.

HZL is world’s leader in Zinc, Lead, silver and Sulphuric acid business. It is

the 3rd largest producer of Zinc and Lead in the world2.

Hindustan Zinc is India’s only integrated producer of zinc and lead and is

among the world’s leading integrated zinc and lead producers. Its metal

production capacity is currently 754,000 tonnes per annum. The smelters are

situated at Chanderiya, Debari and Visakhapatnam and the mines are

situated at Zawar, Dariba and Rampura Agucha. Hindustan Zinc has about

6,400 employees. The company is a subsidiary of Sterlite Industries (India)

Limited3.

2 http://www.hzlconnect.com 3 http://www.hzlindia.com/index1.asp

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COMPANY’S VISION:

The vision of Hindustan Zinc Ltd. is to be a world-class global company,

creating value, leveraging mineral resources and related core competences.

COMPANY’S MISSION STATEMENT:

• To be the lowest cost zinc producer on a global scale, maintaining

market leadership

• To attain one million ton zinc-lead metal production capacity by

2010

• To be innovative, customer oriented and eco-friendly, maximizing

stake-holder value4

4 http://www.hzlindia.com/vision.asp

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SULPHURIC ACID

Sulphuric acid is produced as a by-product in the manufacture of Zinc by

Hindustan Zinc Ltd. The basic layout of hydro and pyro types of plants that

give SO2 as the output, which is then used to manufacture sulphuric acid is

given below:

HYDRO PYRO

Ore

(Zinc + Lead)

Zinc concentrate

Roaster

SO2

Sulphuric acid

Ore

(Zinc + Lead)

Lead concentrate

Sinter

SO2

Sulphuric acid

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HZL has acid manufacturing plants in Chanderia, Debari and

Vishakapatnam. A plant at Dariba is expected to be operational in upcoming

3-4 months5.

Plant Location No. of

units Plant type Capacity per year

Chanderia 3 1 pyro, 2 hydro 7.5 lakh tons per year

Debari 1 Hydro 3.6 lakh tons per year

Vishakapatnam 1 Hydro 90 thousand tons per year

Dariba 1 ‐ ‐

Sulphuric acid is a clear, colourless, odourless, viscous liquid that is very

corrosive. As the largest-volume industrial chemical produced in the world,

consumption of sulphuric acid is often used to monitor a country's degree of

industrialization. Agricultural fertilizers represent the largest single application

for sulphuric acid (65%). Other uses include production of dyes, alcohols,

plastics, rubber, ether, glue, film, explosives, drugs, paints, food containers,

wood preservatives, soaps and detergents, pharmaceutical products,

petroleum products, pulp and paper. The common lead-acid storage battery

is one of the few consumer products that actually contain sulphuric acid6.

5 Garg, Varun (Executive, Marketing – HZL) 6 http://mooni.fccj.org/~ethall/h2so4/h2so4.htm

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DEFINING CUSTOMER A person, willing to buy a product/service or having the ability to buy a

product/service can be called a customer. Every person who enters the

business is a potential customer. Even though they may not purchase

something today, they may purchase something tomorrow. What a

salesperson needs is a better way of determining who the customer really is.

One way of doing this is by understanding the steps of the buying and selling

process and then determining where the customer is in this process at the

moment the salesperson greets him.

For HZL, a customer is an industrial buyer, in other words a company who

buys Zinc, Lead, or Sulphuric Acid in bulk quantities for manufacturing,

processing or resale purposes and the terms of sale are mutually and mostly

personally agreed upon.

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INTRODUCTION TO THE TOPIC

CUSTOMER SATISFACTION

Customer satisfaction refers to the extent to which customers are happy with

the products and services provided by a business7. In simple, customer

satisfaction level is an indicator of willingness of a consumer to continue

using the services/goods rendered by a services/goods provider. To

determine the satisfaction level of a consumer, ranges can be developed

which can, then, be used to quantify the satisfaction status of a consumer or

the range of satisfaction in which a consumer falls.

Delight: When the services provided by a business entity are better than the

expectation of a customer.

7 (http://www.thetimes100.co.uk/theory/theory‐‐measuring‐customer‐satisfaction‐‐413.php).

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Satisfied: When the services provided by a business entity are as per the

expectation of a customer.

Average: When the services provided by a business entity are below the

expectation of a customer but he still continues the association.

Not satisfied: When the services provided by a business entity are worse

than the expectation of a customer and he seeks to shift to some other

services/goods provider.

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RATIONALE OF THE STUDY

There is moderate level of competition in sulphuric acid business in the

country. And there is a need to retain the interest of the clients in dealing with

HZL. It was therefore, considered pertinent to evaluate the opinion of the

clients about acid business of the company. It is advantageous for a

company to build firm relations with its clients because loyal customers are

not expected to shift away in turbulent times. As a marketing intern in

Hindustan Zinc Ltd. (acid business), it was fascinating for the author to go

deep into the arena of research and study the initiatives of the company

towards marketing of sulphuric acid. The company is into B2B (Business-2-

Business) dealing and does not necessarily require implementation of any

intensive marketing/advertising method but does require a built of customer

relation and improvement in the services rendered. A survey was conducted

across the clients of the acid business of HZl to evaluate their satisfaction

level.

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OBJECTIVES OF THE STUDY

1. To evaluate the present satisfaction level of the clients with operations

of HZL (Acid Business)

2. To identify the factors whose improvement may bring about an

upward shift in the satisfaction level of the clients and to recommend

appropriate steps for the same

3. To identify specific complaints of the clients

‐ 21 ‐

LIMITATIONS OF THE STUDY

1. The sample size is not expected to be adequate which may be a

major limitation of the project.

2. Because the survey is going to be online. Response rate is expected

to be low.

3. Extreme rating by few of the clients may affect the overall result of the

survey.

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Chapter – 2

MMaatteerr iiaallss aanndd MMeetthhooddss Sampling Simple random sampling technique was adopted to identify thirty clients of

acid business – HZL. List of the clients included in the study has been

attached as appendix - I. The sample was quite balanced as it consisted of

traders, as well as agricultural industries which buy sulphuric acid from

Hindustan Zinc Ltd. The sample size makes 50% of the customers and

hence is adequate in reflecting the true sentiments of the clients.

Research design: Descriptive research design was adopted to carry out the study. A

descriptive research is designed to provide further insight into the research

problem by describing the variables of interest. It can be used for profiling,

defining, segmentation, estimating, predicting, and examining associative

relationships. Survey was conducted among the selected sample based

upon the questionnaire containing pertinent queries. It was coupled with ICT

(Information Communication Technology) and IT (Information Technology).

Layout of the research design is given below:

Ch

In

Analyse

Design a

hoose a gen

Stage 4

form conce

Stage

data

Stag

study

Sta

neral topic

‐ 23 ‐

4: Report &

erned depar

3: Implem

In

ge 2: Desin

age 1: Def

& followu

rtment in a

mentation

nterpret find

ng/Plan

finition

Focus

up

report

n

dings & dra

Collect dat

s on a specif

w conclusio

a

fic area

ons

‐ 24 ‐

METHODOLOGY

Customer satisfaction level was evaluated on the basis of seven parameters

namely (1) product quality, (2) services rendered, (3) responsiveness, (4) e-

Salesmate, (5) product pricing, (6) complaints handling and (7) Experience

with HZL. Four customer satisfaction levels were devised which were: (1)

Delight, (2) Satisfied, (3) Average, (4) Not Satisfied. Responses of the clients

were collected through an online survey. The survey questionnaire was e-mailed to the company clients. The response/feedback received from the

company clients/respondents was transformed into MS Excel sheet. The

excel sheet was designed in such a way that any rating filled in the sheet

would display a corresponding colour and shade: maximum satisfaction (dark green), just satisfied (light green), Neutral (yellow), below average (light red), and dissatisfied (red). At the same time it would be represented

in a histogram. The questionnaire has been attached as appendix – II. The

instructions for filling up the questionnaire were also sent along with the

survey questionnaire (Appendix – III)

The data collected in this study is a mix of primary and secondary data, majority of which is primary.

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PRIMARY DATA

Primary research (also called field research) involves the collection of data

that does not already exist. This can be through numerous forms, including

questionnaires and telephone interviews amongst others. This information

may be collected in things like questionnaires, magazines, and Interviews.

The two basic types of primary research are qualitative and quantitative.

SECONDARY DATA

Secondary research involves the summary, collation and/or synthesis of

existing research rather than primary research, where data is collected from,

for example, research subjects or experiments. Also known as desk

research, secondary research is the most common research method

employed in the industry today. It involves processing data that has already

been collected by another party.

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ANALYSIS AND INTERPRETATION The designed questionnaire had 35 questionnaires. A 5-pointer rating scale

was developed using ordinal ranking.

In ordinal ranking, all items receive distinct ordinal numbers, including items

that compare equal. The assignment of distinct ordinal numbers to items that

compare equal can be done at random, or arbitrarily, but it is generally

preferable to use a system that is arbitrary but consistent, as this gives stable

results if the ranking is done multiple times. An example of an arbitrary but

consistent system would be to incorporate other attributes into the ranking

order (such as alphabetical ordering of the competitor's name) to ensure that

no two items exactly match. With this strategy, if A ranks ahead of B and C

(which compare equal) which are both ranked ahead of D, then A gets

ranking number 1 ("first") and D gets ranking number 4 ("fourth"), and either

B gets ranking number 2 ("second") and C gets ranking number 3 ("third") or

C gets ranking number 2 ("second") and B gets ranking number 3 ("third")8.

Let’s consider the following sample question:

Q. Your overall experience “from issuance of delivery order to the dispatch of

material”

1.Unsatisfied 2.Partially satisfied 3.Can not say 4.Satisfied 5.Highly satisfied

And the survey questionnaire had total of 35 questions, each having 5

options as the response. The first option was towards the extreme side of

negativity and the fifth option was towards the extreme side of positivity. And

the third option is neutral. So, I got to evaluate the rating in following manner:

8 http://en.wikipedia.org/wiki/Ranking

‐ 27 ‐

If 1st response/option is ticked = 1 point If 2nd response/option is ticked = 2 points

If 3rd response/option is ticked = 3 points

If 4th response/option is ticked = 4 points

If 5th response/option is ticked = 5 points

Now, we are going to have a total of following points as per the scheme

mentioned:

35 x 1 = 35 (if a respondent marked 1st response for every question)

35 x 2 = 70 (if a respondent marked 2nd response for every question)

35 x 3 = 105 (if a respondent marked 3rd response for every question)

35 x 4 = 140 (if a respondent marked 4th response for every question)

35 x 5 = 175 (if a respondent marked 5th response for every question)

Thus, the minimum rating (in points) which we could get as the response of

questionnaire was 1X35=35 (provided that the first response of every

question was ticked marked by the respondent), and the maximum rating

(in points) which we could get was 5X35=175 (provided that the fifth

response of every question was ticked marked by the respondent).

Considering the above points, following range was developed:

35 – 70 => below average or not satisfied

71 – 105 => average

106 – 140 => satisfied

141 – 175 => delight

This was then represented respectively into percentage rating:

(35 ÷ 175) x 100 = 20%

(70 ÷ 175) x 100 = 40%

(105 ÷ 175) x 100 = 60%

(140 ÷ 175) x 100 = 80%

(175 ÷ 175) x 100 = 100%

‐ 28 ‐

0% – 40% = below average or not satisfied

>40% – 60% = average

>60% – 80% = satisfied

>80% – 100% = delight

Hindustan Zinc Ltd. had seven criteria based on which the results of survey

were to be evaluated and concluded. Since all the criteria were not equally

important, it was advised by Executive, Acid Marketing – HZL to give weight

to each of the criteria and evaluate the net results using weighted average

mean method. Following are the weight points given to each criterion as

advised by the Executive, Acid Marketing:

Criteria Weight

Product Quality 10

Services Rendered 20

Responsiveness 15

eSalesmate 15

Product Pricing 20

Complaint handling 10

Experience with HZL 10

‐ 29 ‐

WEIGHTED AVERAGE MEAN (WAM) The weighted mean is similar to an arithmetic mean (the most common type

of average); where instead of each of the data points contributing equally to

the final average, some data points contribute more than others. If all the

weights are equal, then the weighted mean is the same as the arithmetic

mean9.

It can be calculated as follows:

Consider the following sample evaluation:

Criteria Maximum

points

points

obtained

fraction % Weight points

obtained

X weight

Maximum

points X

weight

Product Quality: 45 38 0.8444 84% 10 380 450

Services

Rendered:

35 35 1 100% 20 700 700

Responsiveness: 25 23 0.92 92% 15 345 375

eSalesmate: 25 22 0.88 88% 15 330 375

Product Pricing: 25 23 0.92 92% 20 460 500

Complaint

Handling:

15 14 0.933333333 93% 10 140 150

Experience with

HZL:

5 5 1 100% 10 50 50

Net Result 92.50%

Total Points: 175 160 100 2405 2600

9 http://en.wikipedia.org/wiki/Weighted_mean

‐ 30 ‐

Here, product quality had 9 questions so, it could have maximum of:

9x5=45 points

Services rendered had 7 questions so, it could have maximum of:

7x5=35 points

Responsiveness had 5 questions so, it could have maximum of:

5x5=25 points

eSalesmate had 5 questions so, it could have maximum of:

5x5=25 points

Product pricing had 5 questions so, it could have maximum of:

5x5=25 points

Complaint Handling had 3 questions so, it could have maximum of:

3x5=15 points

Experience with HZL had 1 question so, it could have maximum of:

1x5=5 points

Now,

Points obtained x weight: Maximum points x weight For product quality: For product quality:

38 x 10 = 380 45 x 10 = 450

For services rendered: For services rendered: 35 x 20= 700 35 x 20 = 700

For responsiveness: For responsiveness: 23 x 15= 345 25 x 15 = 375

‐ 31 ‐

For eSalesmate: For eSalesmate: 22 x 15= 330 25 x 15 = 375

For product pricing: For product pricing: 23 x 20= 460 25 x 20 = 500

For complaint handling: For complaint handling: 14 x 10= 140 15 x 10 = 150

For experience with HZL: For experience with HZL: 5 x 10= 50 5 x 10 = 50

The total of (points obtained x weight) is:

380 + 700 + 345 + 330 + 460 + 140 + 50 = 2405

And, the total of (maximum points x weight) is:

450 + 700 + 375 +375 + 500 + 150 + 50 = 2600

Hence the percentage or the net satisfaction using weighted average mean is:

(2405 ÷ 2600) x 100 = 92.50%

Now consider evaluating the same using arithmetical mean:

Total of points obtained = 160

Total of maximum points = 175

The percentage or the net satisfaction is:

(160 ÷ 175) x 100 = 91.42%

It is apparent that weighted average mean gives us the balanced and the

real results in case where each criterion has different value/weight.

‐ 32 ‐

Chapter – 3

RReessuullttss aanndd DDiissccuussss iioonn

After conducting the survey it was noted that the company stands at 82.9%

(Table – 1, Figure - 1) satisfaction level as per the calculations. Responses

of the individual clients have been attached as appendices – IV - XXIX.

These inputs have been elucidated in tables 1-6. Pooled result of the survey

shows that out of 26 clients, 15 stood in the delight range while 11 were only

satisfied with the acid business of the company (Table – 8). Out of the latter

category, Royal Traders seems to be the least satisfied client who has given

the lowest rating of 108 points out of 175 to the acid business. The client

seems to have serious problem with the product quality as he has given 24

out of 45 points to this parameter. This is discreetly away from the ranking of

other clients which is in the range of 30 – 37 points. In general, ranking given

by the just satisfied clients has gone down mainly because of their lower

assessment of product quality and responsiveness (Table – 8).

Overall, clients rated e-Salesmate as the best factor of satisfaction at 87.7%

(Table - 8) followed by services rendered (85.8%), complaint handling &

experience with HZL (85.4%), product pricing stood at 81.2% where as,

product quality and responsiveness were rated lowly at 79.7% and 77.2%

respectively. Results of rating and status of different parameters have been

summarised in Table – 9 and represented graphically in figure-2.

Table 2-7 elucidate pictorial representations of the individual parameters.

The space covered with dark green/light green shade represents positive

‐ 33 ‐

response of the clients while red/light red shade indicate the areas where

improvement/better management is required. Yellow space indicates neutral

response. Highest rating (5 points) is displayed by dark green shade,

followed by light green (4 points), yellow (3points), light red (2 points), and

red (1 point).

The analysis of the survey results represented graphically in Tables 1-9 and

Figures 1-2 can be summarized as follows:

• Buyers/clients/customers/traders are most at ease with the

eSalesmate software package; complain handling attitude; product

pricing and services rendered.

• Buyers/clients/customers/traders are facing hardships with

Responsiveness of the Acid business department – Hindustan Zinc

Ltd.

• Buyers/clients/customers/traders do not find the quality of the

sulphuric acid supplied very well.

‐ 34 ‐

Table – 11: Net Satisfacttion Level

The net sati

the calculatio

It was calcu

given by clie

the total of m

of points obt

was done us

The calculat

result obtain

points obtainweight maximum popoints obtainmaximum poNet Satisfaction

sfaction level

ons is 82.9% w

ulated by find

ents in each pa

maximum point

tained by tota

sing weighted

tion is shown

ned is repres

ed

ints ed X weight ints X weight n Level

of the compan

which is in delig

ing the total

arameter. The

ts and dividing

l of maximum

average mean

in Table – 1

sented in fig

Product Quality:

SRe

932 10

1170 9320 11700

ny as per

ght range.

of points

n, finding

g the total

points. It

n method.

and the

ure - 1.

Services endered:

Resp

781 20 910

15620 18200

ponsiveness: e

502 15 650 7530 9750

Figure – 1:

eSalesmate:

570 15 650 8550 9750

Net Satisfacti

Product Pricing: 528 20 650

10560 13000

ion Level

Complaint Handling:

333 10 390 3330 3900

Experience with HZL:

111 10 130 1110 1300

total

3757 100 4550 56020 67600 82.9%

‐ 35 ‐

Table 2: Product Quality

Client/code

Maximum marks and marks obtained

App

earance

Concen

tration

Impu

rity profile

Performance

Yield

Storage

Pumping

Spillage

hand

ling

Dispo

sal

Total (client)

5 5 5 5 5 5 5 5 5 45

Indian Phosphate (2372) 5 5 5 5 5 5 5 5 5 45

M.P. Chemicals & Minerals (4385) 5 4 5 5 5 5 5 5 5 44

U.P. Chemicals (1324) 5 5 5 5 5 5 5 4 5 44

DJ Chemicals (4220) 5 5 5 5 5 4 4 4 5 42

Anshul Chemicals (4093) 4 4 5 5 5 4 4 4 4 39

B Roshan Lal & Company (0141) 4 4 5 4 5 4 4 4 4 38

SRF Ltd. (2947) 4 5 5 4 4 4 4 4 4 38

S.K. Chemicals (3690) 4 5 5 4 5 4 4 4 5 40

S.K. Chemicals (3628) 4 5 5 5 5 4 4 4 5 41

Indian Potash (2732) 4 4 5 4 5 3 4 2 4 35

S.K. Chemicals (3717) 4 5 5 4 4 4 4 4 4 38

Punjab Chemical Industries (0941) 4 4 4 4 3 4 4 3 4 34

Laxmi Agro Industrial Consultants (1807) 4 4 5 4 4 4 4 4 4 37



M.S.S. Chemicals (0745) 4 3 3 4 2 4 4 2 4 30

Karni Acid & Chemical (P) Ltd. (0595) 4 2 2 4 4 2 4 2 2 26

Sunny Trading Co. (3253) 4 4 5 4 4 4 4 4 4 37

Karni Acid & Chemical (P) Ltd. (3279) 4 2 2 5 5 4 4 4 4 34

Sunny Trading Co. (2336) 4 2 3 4 4 4 4 4 4 33

Tedco Granites (1262) 4 2 5 4 4 4 4 4 3 34

Vidisha Exico (3107) 5 3 3 3 4 4 4 4 3 33

Rohit Sulfactant Pvt Ltd (2842) 5 3 3 3 4 4 4 4 3 33

Star Chemicals (2296) 4 5 5 4 3 2 4 2 3 32

Royal Traders (0976) 4 5 5 4 3 2 4 2 3 32

Royal Traders (3379) 4 2 4 2 4 2 1 2 3 24

Total (parameter) 110 100 114 107 109 98 104 93 102

‐ 36 ‐

Table 3: Services Rendered

Client/code


Accessibility

Prod

uct K

nowledge

Guidance in Produ

ct

application

Handling & Storage

Know

ledge

Respon

se to

acciden

t

Helpfulne

ss

Respon

se to

que

ry

Total (client)

5 5 5 5 5 5 5 35

Indian Phosphate (2372) 5 5 5 5 5 5 5 35

M.P. Chemicals & Minerals (4385) 5 5 5 5 5 5 5 35

U.P. Chemicals (1324) 5 5 5 5 5 5 5 35

DJ Chemicals (4220) 4 5 5 5 5 5 5 34

Anshul Chemicals (4093) 5 5 5 5 5 5 5 35

B Roshan Lal & Company (0141) 5 5 5 5 5 5 5 35

SRF Ltd. (2947) 5 5 4 5 5 5 5 34

S.K. Chemicals (3690) 5 4 4 4 5 5 4 31

S.K. Chemicals (3628) 5 5 5 4 4 4 4 31

Indian Potash (2732) 5 5 5 5 4 5 3 32

S.K. Chemicals (3717) 5 5 5 4 4 5 4 32

Punjab Chemical Industries (0941) 5 4 4 4 5 5 4 31

Laxmi Agro Industrial Consultants (1807) 4 4 5 4 4 4 4 29



M.S.S. Chemicals (0745) 5 4 5 4 5 4 4 31

Karni Acid & Chemical (P) Ltd. (0595) 5 4 5 4 5 4 4 31

Sunny Trading Co. (3253) 2 4 4 4 4 4 2 24

Karni Acid & Chemical (P) Ltd. (3279) 5 5 5 5 4 4 4 32

Sunny Trading Co. (2336) 2 4 4 4 4 4 2 24

Tedco Granites (1262) 4 4 4 4 4 4 4 28

Vidisha Exico (3107) 4 4 4 4 3 3 4 26

Rohit Sulfactant Pvt Ltd (2842) 4 4 4 4 3 3 4 26

Star Chemicals (2296) 4 4 5 3 2 4 2 24

Royal Traders (0976) 4 4 5 3 2 4 2 24

Royal Traders (3379) 4 4 5 3 2 4 2 24

Total (parameter) 114 115 122 110 107 113 100

‐ 37 ‐

Table 4: Responsiveness

Client/code


Availability of

prod

uct

Delivery Order

Time

Processing

by

logistics

Loading of

Tanker

D.O. to Dispatch

Time

Total (client)

5 5 5 5 5 25

Indian Phosphate (2372) 5 5 5 5 5 25

M.P. Chemicals & Minerals (4385) 5 5 5 5 5 25

U.P. Chemicals (1324) 5 5 5 5 5 25

DJ Chemicals (4220) 5 5 5 5 5 25

Anshul Chemicals (4093) 4 5 5 5 4 23

B Roshan Lal & Company (0141) 4 5 5 5 4 23

SRF Ltd. (2947) 4 5 4 4 4 21

S.K. Chemicals (3690) 4 4 4 4 4 20

S.K. Chemicals (3628) 4 4 4 4 4 20

Indian Potash (2732) 4 5 4 5 4 22

S.K. Chemicals (3717) 4 4 4 4 4 20

Punjab Chemical Industries (0941) 5 5 5 4 5 24

Laxmi Agro Industrial Consultants (1807) 4 5 4 4 4 21



M.S.S. Chemicals (0745) 2 4 4 4 4 18

Karni Acid & Chemical (P) Ltd. (0595) 4 4 3 2 4 17

Sunny Trading Co. (3253) 4 4 4 4 2 18


Sunny Trading Co. (2336) 4 4 4 4 2 18

Tedco Granites (1262) 4 4 4 4 4 20

Vidisha Exico (3107) 2 5 2 2 4 15

Rohit Sulfactant Pvt Ltd (2842) 2 5 2 2 4 15

Star Chemicals (2296) 4 2 1 2 2 11

Royal Traders (0976) 4 2 1 2 2 11

Royal Traders (3379) 4 2 1 2 2 11

Total (parameter) 103 110 95 97 97

‐ 38 ‐

Table 5: Sales Automation & Effectiveness of e‐Salesmate Software

Client/code


Manual to e‐

mod

e shift

User‐Friend

ly

Speed

Accessibility

Saving

of

resources

Total (client)

5 5 5 5 5 25



U.P. Chemicals (1324) 5 5 5 5 5 25

DJ Chemicals (4220) 5 5 5 5 5 25



SRF Ltd. (2947) 5 5 5 5 5 25

S.K. Chemicals (3690) 5 5 4 4 5 23

S.K. Chemicals (3628) 5 4 4 4 5 22

Indian Potash (2732) 5 5 5 5 5 25

S.K. Chemicals (3717) 4 4 4 4 5 21





M.S.S. Chemicals (0745) 5 5 5 2 5 22


Sunny Trading Co. (3253) 5 5 5 2 5 22


Sunny Trading Co. (2336) 5 5 5 2 5 22

Tedco Granites (1262) 4 4 4 2 4 18

Vidisha Exico (3107) 4 4 4 4 5 21


Star Chemicals (2296) 4 4 4 3 5 20

Royal Traders (0976) 4 4 4 4 5 21

Royal Traders (3379) 4 4 4 5 5 22

Total (parameter) 119 121 113 89 128

‐ 39 ‐

Table 6: Product Pricing

Client/code


Price

compe

titiven

ess

Paym

ent T

erms

Cred

it Re

fund

s

Accou

nt

Reconciliation

Online Paym

ent

Total (client)

5 5 5 5 5 25



U.P. Chemicals (1324) 5 5 5 5 5 25

DJ Chemicals (4220) 5 5 5 5 5 25



SRF Ltd. (2947) 5 4 4 4 5 22

S.K. Chemicals (3690) 5 4 5 4 5 23

S.K. Chemicals (3628) 5 4 5 4 5 23

Indian Potash (2732) 3 5 5 5 5 23

S.K. Chemicals (3717) 5 4 4 4 4 21





M.S.S. Chemicals (0745) 2 2 5 5 5 19


Sunny Trading Co. (3253) 5 5 4 2 5 21


Sunny Trading Co. (2336) 5 5 4 2 5 21

Tedco Granites (1262) 2 4 2 2 5 15

Vidisha Exico (3107) 2 1 4 4 3 14


Star Chemicals (2296) 3 4 2 2 5 16

Royal Traders (0976) 2 4 2 2 5 15

Royal Traders (3379) 3 3 2 2 5 15

Total (parameter) 103 100 107 94 124

‐ 40 ‐

Table 7:

Client/code

Compaint Handling Experience with

HZL Maximum marks

and marks obtained Maximum marks

and marks obtained

Prob

lem Solving

Time Taken

Respon

sivene

ss

Total (client)

Experience with HZL

5 5 5 15 5

Indian Phosphate (2372) 5 5 5 15 5

M.P. Chemicals & Minerals (4385) 5 5 5 15 5

U.P. Chemicals (1324) 5 5 5 15 5

DJ Chemicals (4220) 5 5 5 15 5

Anshul Chemicals (4093) 5 5 5 15 5

B Roshan Lal & Company (0141) 5 4 5 14 5

SRF Ltd. (2947) 4 4 4 12 5

S.K. Chemicals (3690) 5 4 4 13 4

S.K. Chemicals (3628) 5 4 4 13 4

Indian Potash (2732) 4 5 3 12 4

S.K. Chemicals (3717) 4 4 4 12 4

Punjab Chemical Industries (0941) 4 4 4 12 5

Laxmi Agro Industrial Consultants (1807) 5 5 4 14 5



M.S.S. Chemicals (0745) 5 5 5 15 4

Karni Acid & Chemical (P) Ltd. (0595) 4 4 4 12 4

Sunny Trading Co. (3253) 4 4 4 12 4

Karni Acid & Chemical (P) Ltd. (3279) 3 3 3 9 4

Sunny Trading Co. (2336) 4 4 4 12 4

Tedco Granites (1262) 4 4 4 12 4

Vidisha Exico (3107) 4 4 5 13 4

Rohit Sulfactant Pvt Ltd (2842) 4 4 5 13 4

Star Chemicals (2296) 3 3 3 9 3

Royal Traders (0976) 2 2 2 6 2

Royal Traders (3379) 3 3 3 9 3

Total (parameter) 111 109 107 111

‐ 41 ‐

Table ‐ 8: Customer Satisfaction Level and Ratings of Different Parameters

Clients/code

Parameters/ (Max marks)

Points obtained

Satisfaction level Product Quality:

Services Rendered:

Responsiveness:

eSalesmate:

Product Pricing:

Complaint Handling:


45 35 25 25 25 15 5 175 (%) Range Indian Phosphate (2372) 5 175 100.0% Delight 45 35 25 25 25 15 M.P. Chemicals & Minerals (4385) 44 5 174 99.6% Delight 35 25 25 25 15

U.P. Chemicals (1324) 44 5 174 99.6% Delight 35 25 25 25 15 DJ Chemicals (4220) 42 5 171 98.1% Delight 34 25 25 25 15

Anshul Chemicals (4093) 39 5 163 94.0% Delight 35 23 22 24 15 B Roshan Lal & Company (0141) 38 92.5% Delight 35 23 22 23 14 5 160 SRF Ltd. (2947) 90.8% 38 34 21 25 22 12 5 157 Delight S.K. Chemicals (3690) 40 31 20 23 23 13 4 154 88.3% Delight S.K. Chemicals (3628) 41 31 20 22 23 13 4 154 88.1% Delight

Indian Potash (2732) 30 32 22 25 23 12 4 148 87.1% Delight S.K. Chemicals (3717) 38 32 20 21 21 12 4 148 85.2% Delight Punjab Chemical Industries (0941) 34 31 24 20 20 12 5 146 84.2% Delight Laxmi Agro Industrial Consultants (1807) 37 29 21 21 19 14 5 146 82.7% Delight Laxmi Agro Industrial Consultants (2241) 37 29 21 21 19 14 5 146 82.7% Delight Laxmi Agro Industrial Consultants (3354) 37 29 21 21 19 14 5 146 82.7% Delight M.S.S. Chemicals (0745) 30 31 18 22 19 15 4 139 80.4% Satisfied Karni Acid & Chemical (P) Ltd. (0595) 26 31 17 20 22 12 4 132 78.3% Satisfied Sunny Trading Co. (3253) 37 24 18 22 21 12 4 138 78.1% Satisfied Karni Acid & Chemical (P) Ltd. (3279) 34 32 12 18 20 12 4 132 76.5% Satisfied Sunny Trading Co. (2336) 33 24 18 22 21 12 4 134 76.5% Satisfied Tedco Granites (1262) 34 28 20 18 15 12 4 131 74.2% Satisfied Vidisha Exico (3107) 33 26 15 21 14 13 4 126 70.8% Satisfied Rohit Sulfactant Pvt Ltd (2842) 33 26 15 21 14 13 4 126 70.8% Satisfied Star Chemicals (2296) 32 24 11 20 16 9 3 115 65.6% Satisfied Royal Traders (0976) 32 24 11 21 15 9 2 114 65.0% Satisfied Royal Traders (3379) 24 24 11 22 15 9 3 108 62.9% Satisfied Points obtained 932 781 502 570 528 333 111 Maximum points 1170 910 650 650 650 390 130 Weight 10 20 15 15 20 10 10 % 79.7% 85.8% 77.2% 87.7% 81.2% 85.4% 85.4%

‐ 42 ‐

Table – 9: Rating and status of different parameters

Criteria % rating obtained Status

Product Quality 79.7% Satisfied

Services Rendered 85.8% Delight

Responsiveness 77.2% Satisfied

eSalesmate 87.7% Delight

Product Pricing 81.2% Delight

Complaint Handling 85.4% Delight

Experience with HZL 85.4% Delight

Net Result 82.9%

Delight

% Range Status

>80% ‐ 100% Delight

>60% ‐ 80% Satisfied

>40% ‐ 60% Average

0% ‐ 40% Not satisfied

‐ 43 ‐

Figure –– 2: Graphicall representatioon of Client Saatisfaction Levvel in differentt Parameters

‐ 44 ‐

CriteriProduct Q

Services RenResponsiveSalesm

Product PComplaint HExperience w

Net Res

The rating of

evaluated us

found as rep

detailed resp

Product

10

f Indian Phosph

sing weighted a

presented in gra

ponse of client

t Quality: SerRend

00% 10

hate Ltd. Havin

average mean

aph below. (Re

& evaluation o

rvices dered:

Respon

00% 10

ng client code a

method & the

efer to Appendi

of the same)

nsiveness: eSale

00% 10

Indian P

as 2372 was

rating was

ix – IV for

esmate: Produc

00% 10

Phosphate LSatisfaction Ran

ia % ratQuality ndered eness

mate ricing Handling with HZLsult

ct Pricing: ComHan

00% 10

Ltd. 2372nge

ing obtained100% 100% 100% 100% 100% 100% 100% 100%

mplaint ndling:

ExperiH

00% 10

ence with HZL:

Net

00% 100

Status Delight Delight Delight Delight Delight Delight Delight Delight

0.00%

t Result

The rating of

was evaluate

was found as

detailed resp

Pr

f MP Chemical

ed using weigh

s represented

ponse of client

roduct Quality:

98%

s & Minerals h

hted average m

in graph below

& evaluation o

Services Rendered:

Re

100%

aving client co

mean method &

w. (Refer to App

of the same)

esponsiveness:

100%

M.P. Ch

‐ 45 ‐

CriteriProduct Q



Net Res

de as 4385

& the rating

pendix – V for

eSalesmate: Pr

100%

emicals & Satisfaction



roduct Pricing:

100%

Minerals 4n Range

ing obtained98% 100% 100% 100% 100% 100% 100% 99.62%

Complaint Handling:

Ex

100%

4385

xperience with HZL:

100%


Net Result

99.62%

‐ 46 ‐

CriteriProduct Q



Net Res

The rating

evaluated

found as

detailed r

Product Q

98%

g of UP Chemi

d using weighte

represented in

response of clie

Quality: ServicRende

% 100%

icals having cli

ed average me

n graph below.

ent & evaluatio

ces red:

Responsiv

% 100%

ent code as 13

ean method & t

(Refer to Appe

on of the same)

veness: eSalesm

% 100%

U.P. C

324 was

the rating was

endix – VI for

)

mate: Product P

% 100%

Chemicals 1Satisfaction Range



Pricing: ComplHandli

% 100%

1324

ing obtained98% 100% 100% 100% 100% 100% 100% 99.62%

aint ing:

ExperiencHZL

% 100%

ce with L:

Net Re

% 99.62


2%

esult

‐ 47 ‐

CriteriProduct Q



Net Res

The rating

evaluated

found as

detailed r

Prod

g of DJ Chemic

d using weighte

represented in

response of clie

duct Quality:R

93%

cals having clie

ed average me

n graph below.

ent & evaluatio

Services Rendered:

Resp

97%

ent code as 42

ean method & t

(Refer to Appe

on of the same)

ponsiveness: eS

100%

DJ

220 was

the rating was

endix – VII for

)

Salesmate: Prod

100%

J ChemicalsSatisfaction R



duct Pricing: CH

100%

s 4220Range

ing obtained93% 97% 100% 100% 100% 100% 100% 98.08%

Complaint Handling:

Expe

100%

erience with HZL:

N

100%


Net Result

98.08%

The rating

evaluated

found as

detailed r

Produ

g of Anshul Ch

d using weighte

represented in

response of clie

hemicals having

ed average me

n graph below.

ent & evaluatio

g client code a

ean method & t

(Refer to Appe

on of the same)

uct Quality: SeRe

87%

ervices ndered:

Respo

100%

onsiveness: eSa

92%

Ansh

‐ 48 ‐

s 4093 was

the rating was

endix – VIII for

)

CriteriProduct Q



Net Res

lesmate: Produ

88%

ul ChemicaSatisfaction Ra



uct Pricing: CoHa

96%1

als 4093nge

ing obtained87% 100% 92% 88% 96% 100% 100% 94.04%

mplaint andling:

Exper

100% 1

rience with HZL:

Ne

100%94


4.04%

t Result

‐ 49 ‐

CriteriProduct Q



Net Res

The rating

0141 was

rating wa

Appendix

same)

Produ

g of B Roshan

s evaluated usi

as found as rep

x – IX for detail

uct Quality: SeRe

84%

1

Lal & Compan

ing weighted a

presented in gra

ed response o

ervices ndered:

Respo

100%

ny having client

verage mean m

aph below. (Re

f client & evalu

onsiveness: eSa

92%

B Roshan

t code as

method & the

efer to

uation of the

lesmate: Produ

88%

n Lal & ComSatisfaction Ra



uct Pricing: ComHa

92%

mpany 014nge

ing obtained84% 100% 92% 88% 92% 93% 100% 92.50%

mplaint andling:

Exper

93%1

1

ience with HZL:

Net

100%92


2.50%

t Result

‐ 50 ‐

The rating

code as 2

method &

(Refer to

of the sam

g of SRF Limite

2947 was evalu

& the rating was

Appendix – X

me)

ed (Chemical B

uated using we

s found as rep

for detailed res

Business Div.)

eighted average

resented in gra

sponse of clien

having client

e mean

aph below.

nt & evaluation

CriteriProduct Q



Net Res

Product

8

t Quality: SerRend

84%

9

vices dered:

Respon

7%

8

SRF Li

siveness: eSale

4%

10

mited (Che

smate: Product

00%

88

emical BusSatisfaction Rang



t Pricing: ComHan

8%80

iness Div.) ge

ing obtained84% 97% 84% 100% 88% 80% 100% 90.77%

plaint dling:

ExperieH

0%

10

‐ 2947

nce with ZL:

Net R

00%

90.7

Status Delight Delight Delight Delight Delight Satisfied Delight Delight

77%

Result

‐ 51 ‐

CriteriProduct Q



Net Res

The rating

evaluated

found as

detailed r

Pr

g of SK Chemi

d using weighte

represented in

response of clie

oduct Quality:

89%

icals having clie

ed average me

n graph below.

ent & evaluatio

Services Rendered:

Re

89%

ent code as 36

ean method & t

(Refer to Appe

on of the same)

esponsiveness: e

80%

S.

682 was

the rating was

endix – XI for

)

eSalesmate: Pr

92%

.K. ChemicaSatisfaction



roduct Pricing:

92%

als 3682 n Range

ing obtained89% 89% 80% 92% 92% 87% 80%

88.27%

Complaint Handling:

Ex

87%

xperience with HZL:

80%

Status Delight Delight Satisfied Delight Delight Delight Satisfied Delight

Net Result

88.27%

‐ 52 ‐

The rating

evaluated

found as

detailed r

g of SK Chemi

d using weighte

represented in

response of clie

icals having clie

ed average me

n graph below.

ent & evaluatio

ent code as 36

ean method & t

(Refer to Appe

on of the same)

690 was

the rating was

endix – XII for

)

CriteriProduct Q



Net Res

Product Quality: SRe

91%

Services endered:

Resp

89%

onsiveness: eSa

80%

S.K

alesmate: Prod

88%

K. ChemicalSatisfaction Ra



uct Pricing: CoH

92%

ls 3690ange

ing obtained91% 89% 80% 88% 92% 87% 80%

88.08%

omplaint andling:

Expe

87%

rience with HZL:

Ne

80%8

Status Delight Delight Satisfied Delight Delight Delight Satisfied Delight

88.08%

et Result

The rating

evaluated

found as

detailed r

Pro

g of Indian Pot

d using weighte

represented in

response of clie

duct Quality:R

67%

tash Ltd. having

ed average me

n graph below.

ent & evaluatio

Services Rendered:

Res

91%

g client code a

ean method & t

(Refer to Appe

on of the same)

88%

Indi

‐ 53 ‐

CriteriProduct Q



Net Res

ponsiveness: eS

as 2732 was

the rating was

endix – XIII for

)

Salesmate: Pro

100%

an Potash Satisfaction R



duct Pricing: CH

92%

Ltd. 2732Range

ing obtained67% 91% 88% 100% 92% 80% 80%

87.12%

Complaint Handling:

Exp

80%

erience with HZL:

N

80%

Status Delight Delight Delight Delight Delight Satisfied Satisfied Delight

Net Result

87.12%

‐ 54 ‐

CriteriProduct Q



Net Res

The rating

evaluated

found as

detailed r

Produ

g of SK Chemi

d using weighte

represented in

response of clie

uct Quality: SeRe

84%

icals having clie

ed average me

n graph below.

ent & evaluatio

ervices ndered:

Respo

91%

ent code as 37

ean method & t

(Refer to Appe

on of the same)

onsiveness: eSa

80%

S.K.

717 was

the rating was

endix – XIV for

)

lesmate: Produ

84%

. ChemicalsSatisfaction Ra



uct Pricing: CoHa

84%

s 3717nge

ing obtained84% 91% 80% 84% 84% 80% 80%

85.19%

mplaint andling:

Exper

80% 8

rience with HZL:

Ne

80%85

Status Delight Delight Satisfied Delight Delight Satisfied Satisfied Delight

5.19%

t Result

‐ 55 ‐

CriteriProduct Q



Net Res

The rating

0941 was

rating wa

Appendix

same)

Prod

g of Punjab Ch

s evaluated usi

as found as rep

x – XV for deta

duct Quality:R

76%

hemical Industr

ing weighted a

presented in gra

iled response o

Services Rendered:

Resp

89%

ries having clie

verage mean m

aph below. (Re

of client & eval

ponsiveness: eS

96%

Punjab Ch

ent code as

method & the

efer to

uation of the

Salesmate: Prod

80%

hemical InSatisfaction R



duct Pricing: CH

80%

dustries 09Range

ing obtained76% 89% 96% 80% 80% 80% 100% 84.23%

Complaint Handling:

Expe

80%

941

erience with HZL:

N

100%

8

Status Satisfied Delight Delight Satisfied Satisfied Satisfied Delight Delight

84.23%

Net Result

‐ 56 ‐

The rating

client cod

mean me

graph be

response

Product

82

g of Laxmi Agr

de as 1807 was

ethod & the rati

low. (Refer to A

e of client & eva

Quality: ServRende

2% 83

ro Industrial Co

s evaluated us

ng was found a

Appendix – XV

aluation of the

ices ered:

Respons

3% 84

Laxm

onsultants havi

ing weighted a

as represented

VI for detailed

same)

iveness: eSales

4% 84

mi Agro Ind

ng

average

d in

PrServRe

PrComExpe

Criteria roduct Quality vices Renderedesponsiveness eSalesmate roduct Pricing mplaint Handlingerience with HZLNet Result

mate: Product

%76%

dustrial ConSatisfaction Range

% rating obta82% 83% 84% 84% 76%

g 93% L 100%

82.69%

Pricing: CompHand

%

93%

nsultants 1e

plaint ling:

ExperienHZ

%100

1807

ained Stattus Deligght Deligght Deligght Deligght Satisffied Deligght Deligght Deligght

nce with L:

Net Re

0%

82.699%

esult

‐ 57 ‐

CriteriProduct Q



Net Res

The rating

as 2241 w

the rating

Appendix

same)

Pro

g of Laxmi Agr

was evaluated

g was found as

x – XVII for deta

duct Quality:R

82%

ro Industrial Co

using weighted

represented in

ailed response

Services Rendered:

Res

83%

La

onsultants havi

d average mea

n graph below.

e of client & eva

ponsiveness: eS

84%

axmi Agro I

ng client code

an method &

(Refer to

aluation of the

Salesmate: Pro

84%

Industrial CSatisfaction R



duct Pricing: CH

76%

ConsultantRange

ing obtained82% 83% 84% 84% 76% 93% 100% 82.69%

Complaint Handling:

Exp

93%

ts 2241

erience with HZL:

N

100%

Status Delight Delight Delight Delight Satisfied Delight Delight Delight

Net Result

82.69%

‐ 58 ‐

CriteriProduct Q



Net Res

The rating

as 3354 w

the rating

Appendix

same)

Produ

g of Laxmi Agr

was evaluated

g was found as

x – XVIII for det

uct Quality: SeRe

82%

ro Industrial Co

using weighted

represented in

tailed response

ervices ndered:

Respo

83%

Lax

onsultants havi

d average mea

n graph below.

e of client & ev

onsiveness: eSa

84%

xmi Agro In

ng client code

an method &

(Refer to

valuation of the

lesmate: Produ

84%

ndustrial CoSatisfaction Ra



uct Pricing: CoHa

76%

onsultantsnge

ing obtained82% 83% 84% 84% 76% 93% 100% 82.69%

mplaint andling:

Exper

93%1

s 3354

rience with HZL:

Ne

100%

82

Status Delight Delight Delight Delight Satisfied Delight Delight Delight

2.69%

t Result

‐ 59 ‐

CriteriProduct Q



Net Res

The rating

evaluated

found as

detailed r

Prod

g of MSS Chem

d using weighte

represented in

response of clie

duct Quality: SR

67%

micals having c

ed average me

n graph below.

ent & evaluatio

Services endered:

Resp

89%

client code as 0

ean method & t

(Refer to Appe

on of the same)

ponsiveness: eS

72%

M.S.

0745 was

the rating was

endix – XIX for

)

alesmate: Prod

88%

.S. ChemicSatisfaction R



duct Pricing: CoH

76%

als 0745ange

ing obtained67% 89% 72% 88% 76% 100% 80%

80.38%

omplaint Handling:

Expe

100%

erience with HZL:

N

80% 8

Status Satisfied Delight Satisfied Delight Satisfied Delight Satisfied Delight

80.38%

et Result

‐ 60 ‐

CriteriProduct Q



Net Res

The rating

0595 was

rating wa

Appendix

same)

Produc

g of Karni Acid

s evaluated usi

as found as rep

x – XX for deta

ct Quality: SeRen

58%

8

d & Chemical (P

ing weighted a

presented in gra

iled response o

rvices ndered:

Respon

89%

6

K

P) Ltd. having c

verage mean m

aph below. (Re

of client & eval

nsiveness: eSale

68%

8

Karni Acid &

client code as

method & the

efer to

uation of the

esmate: Produc

80%8

& ChemicaSatisfaction ran



ct Pricing: ComHan

88%8

al P.LTD 059ge

ing obtained58% 89% 68% 80% 88% 80% 80%

78.27%

mplaint ndling:

ExperieH

80% 8

95

ence with HZL:

Net

0% 78.

Status Average Satisfied Satisfied Satisfied Delight Satisfied Satisfied Satisfied

result

27%

‐ 61 ‐

CriteriProduct Q



Net Res

The rating

evaluated

found as

detailed r

Produ

g of Sunny Tra

d using weighte

represented in

response of clie

uct Quality: SRe

82%

ading Co. havin

ed average me

n graph below.

ent & evaluatio

Services endered:

Respo

69%

ng client code a

ean method & t

(Refer to Appe

on of the same)

onsiveness: eSa

72%

Sunn

as 3253 was

the rating was

endix – XXI for

)

alesmate: Produ

88%

ny Trading CSaisfaction Ra



uct Pricing: CoHa

84%

Co.3253nge

ing obtained82% 69% 72% 88% 84% 80% 80%

78.08%

omplaint andling:

Exper

80%

rience with HZL:

Ne

80% 78

Status Delight Satisfied Satisfied Delight Delight Satisfied Satisfied Satisfied

8.08%

et Result

‐ 62 ‐

CriteriProduct Q



Net Res

The rating

3279 was

rating wa

Appendix

same)

Pro

g of Karni Acid

s evaluated usi

as found as rep

x – XXII for deta

oduct Quality:

76%

d & Chemical (P

ing weighted a

presented in gra

ailed response

Services Rendered:

Res

91%

P) Ltd. having c

verage mean m

aph below. (Re

e of client & eva

sponsiveness: e

48%

Karni Aci

client code as

method & the

efer to

aluation of the

eSalesmate: Pro

72%

id & ChemiSatisfaction



oduct Pricing:

80%

ical P.LTD 3Range

ing obtained76% 91% 48% 72% 80% 80% 80%

76.54%

Complaint Handling:

Exp

80%

3279

perience with HZL:

80%

Status Satisfied Delight Average Satisfied Satisfied Satisfied Satisfied Satisfied

Net result

76.54%

The rating

evaluated

found as

for detaile

Pro

g of Sunny Tra

d using weighte

represented in

ed response of

oduct Quality:

73%

ading Co. havin

ed average me

n graph below.

f client & evalu

Services Rendered:

Res

69%

ng client code a

ean method & t

(Refer to Appe

ation of the sa

72%

Sun

‐ 63 ‐

CriteriProduct Q



Net Res

sponsiveness: e

as 2336 was

the rating was

endix – XXIII

me)

eSalesmate: Pro

88%

ny TradingSatisfaction



oduct Pricing: C

84%

Co. 2336Range

ing obtained73% 69% 72% 88% 84% 80% 80%

76.54%

Complaint Handling:

Exp

80%

perience with HZL:

N

80%

Status Satisfied Satisfied Satisfied Delight Delight Satisfied Satisfied Satisfied

Net Result

76.54%

‐ 64 ‐

CriteriProduct Q



Net Res

The rating

evaluated

found as

for detaile

Pro

g of Tedco Gra

d using weighte

represented in

ed response of

oduct Quality:R

76%

anites having c

ed average me

n graph below.

f client & evalu

Services Rendered:

Res

80%

client code as 1

ean method & t

(Refer to Appe

ation of the sa

sponsiveness: e

80%

Ted

262 was

the rating was

endix – XXIV

me)

Salesmate: Pro

72%

dco GranitSatisfaction



oduct Pricing: C

60%

es 1262Range

ing obtained76% 80% 80% 72% 60% 80% 80%

74.23%

Complaint Handling:

Exp

80%

perience with HZL:

N

80%

Status Satisfied Satisfied Satisfied Satisfied Average Satisfied Satisfied Satisfied

Net Result

74.23%

The rating

evaluated

found as

for detaile

Prod

g of Vidisha Ex

d using weighte

represented in

ed response of

duct Quality:R

73%

xico having clie

ed average me

n graph below.

f client & evalu

Services Rendered:

Resp

74%

ent code as 310

ean method & t

(Refer to Appe

ation of the sa

60%

Vi

‐ 65 ‐

CriteriProduct Q



Net Res

ponsiveness: eS

07 was

the rating was

endix – XXV

me)

Salesmate: Prod

84%

disha ExicoSatisfaction R



duct Pricing: CH

56%

o 3107Range

ing obtained73% 74% 60% 84% 56% 87% 80%

70.77%

omplaint Handling:

Expe

87%

erience with HZL:

N

80%7

Status Satisfied Satisfied Average Delight Average Delight Satisfied Satisfied

70.77%

et Result

The rating

was evalu

was foun

XXVI for

Product

7

g of Rohit Sulfa

uated using we

d as represent

detailed respo

t Quality: SerRend

73% 7

actant Pvt Ltd.

eighted averag

ted in graph be

nse of client &

vices dered:

Respon

74%

6

having client c

e mean metho

elow. (Refer to

evaluation of t

Rohit Sul

‐ 66 ‐

CriteriProduct Q



Net Res

siveness: eSale

60%

84

code as 2842

od & the rating

Appendix –

the same)

smate: Product

4%

56

factant PvtSatisfaction Rang



t Pricing: ComHan

6%

87

t Ltd 2842ge

ing obtained73% 74% 60% 84% 56% 87% 80%

70.77%

plaint dling:

ExperieH

7%80

nce with ZL:

Net R

0%70.7

Status Satisfied Satisfied Average Delight Average Delight Satisfied Satisfied

77%

Result

The rating

evaluated

found as

for detaile

Pro

g of Star Chem

d using weighte

represented in

ed response of

oduct Quality:

71%

micals having c

ed average me

n graph below.

f client & evalu

Services Rendered:

Res

69%

lient code as 2

ean method & t

(Refer to Appe

ation of the sa

44%

St

‐ 67 ‐

CriteriProduct Q



Net Res

sponsiveness: e

2296 was

the rating was

endix – XXVII

me)

eSalesmate: Pro

80%

ar ChemicaSatisfaction



oduct Pricing:

48%

als 2296Range

ing obtained71% 69% 44% 80% 48% 60% 60%

65.58%

Complaint Handling:

Exp

60%

perience with HZL:

60%

Status Satisfied Satisfied Average Satisfied Average Average Average Satisfied

Net Result

65.58%

The rating

evaluated

found as

for detaile

Pro

g of Royal Trad

d using weighte

represented in

ed response of

oduct Quality:

71%

ders having clie

ed average me

n graph below.

f client & evalu

Services Rendered:

Re

69%

ent code as 09

ean method & t

(Refer to Appe

ation of the sa

44%

R

‐ 68 ‐

CriteriProduct Q



Net Res

sponsiveness: e

976 was

the rating was

endix – XXVIII

me)

eSalesmate: Pro

84%

oyal TradeSatisfaction



oduct Pricing:

60%

ers 0976 Range

ing obtained71% 69% 44% 84% 60% 60% 40% 65%

Complaint Handling:

Exp

60%

perience with HZL:

40%

Status Satisfied Satisfied Average Delight Average Average

Not satisfied Satisfied

Net Result

65.00%

The rating

evaluated

found as

detailed r

g of Royal Trad

d using weighte

represented in

response of clie

Product Quality:

54%

ders having clie

ed average me

n graph below.

ent & evaluatio

Services Rendered:

68%

ent code as 33

ean method & t

(Refer to Appe

on of the same)

Responsiveness:

44%

‐ 69 ‐

379 was

the rating was

endix – XXIX fo

)

eSalesmate:

88%

Royal TradSatsfacti

or

CriteProduct

Services RResponseSales

ProductComplaintExperience

Net R

Product Pricing:

60%

ders 3379on Range

eria % r Quality Rendered siveness smate t Pricing t Handling e with HZLResult

Complaint Handling:

60%

rating obtained54% 68% 44% 88% 60% 60% 60%

62.88%


60%

Status Average Satisfied Average Delight Average Average Average Satisfied

Net Result

62.88%

‐ 70 ‐

SWOT ANALYSIS BASED ON SURVEY RESULTS Strengths: eSalesmate and Complaint Handling are the two areas which have the

highest rating and the clients seem to be very happy to use these two

offerings of Hindustan Zinc Ltd. The eSalesmate software package of the

company is indeed very much user friendly which helps the clients in various

ways. It takes 2 minutes to place a P.O. (Purchase Order). The time taken

by the eSalesmate software package between P.O. and S.O. (Sales Order)

is 30 seconds. The Acid marketing department takes complaint handling as positive and displays cooperative attitude towards complaint handling.

The company has an online system where if a client posts complain, it is sent

to the respective department and a copy of it is sent to the Associate

Manager and Manager of the company. A constant reminder is sent to the

concerned person until complain is resolved.

Weaknesses: Responsiveness and product quality are the areas in which the acid

marketing department lags slightly. Most of the clients report dissatisfaction

with the time taken for release of sales order. Even product quality is

becoming a major issue. Few clients, sometimes, report concentration of

sulphuric acid below standard and impurity profile (in comparison to HZL

competitors) is sometimes above limit. This is the major weakness of

company.

Opportunities: By enhancing services rendered and product quality the company can

attract more acid buyers and can diversify into new segments like battery and pharmaceuticals.

‐ 71 ‐

Threats: Inadequacies in Timely account reconciliation and Timely credit refunds

are the two major threats for HZL, and if not looked into may result in shift of buyers to some other supplier.

‐ 72 ‐

Chapter – 4

CCoonncclluuss iioonnss aanndd RReeccoommmmeennddaatt iioonnss Conclusions:

After further analysing the details of each criterion and the client feedback at

individual level, following conclusions were drawn.

1. Most of the buyers/clients/customers/traders feel that Hindustan Zinc

Ltd. (acid business) should provide a quality certificate with every

supply of tanker stating the quality, impurity profile and concentration of

the Sulphuric acid supplied.

2. After issue of sales order, customers are facing problem in release of sales order.

3. Processing of despatch of material at respective plants is done very leniently.

4. Clients are dissatisfied with time taken to send account statements.

5. It was noted that sulphuric acid produced by HZL has lower quality as compared to sulphur based producers. Sometimes, a customer

desiring the material from a particular plant is not obliged but is supplied

through some other plant.

‐ 73 ‐

Recommendations: For improvement of Product quality:

1. The Acid business department of Hindustan Zinc Ltd. may provide a

quality certificate/report to every buyer/client with every tanker

supplied/dispatched.

2. By decreasing impurity profile of metals like iron (Fe), in sulphuric

acid, HZL (acid business) may enter into new product segment like

battery and pharmaceuticals.

For improvement of Responsiveness:

1. There should be one person solely responsible for release of D.O.

(Delivery Order) as soon as it is issued by the marketing department.

This will result in better efficiency and effectiveness in the system.

2. At a particular sales office, responsiveness of the person sitting at

sales office should be high and he must guide /deal with customers in an

appropriate way to give a clear picture to the clients.

For improvement of account reconciliation issue:

1. By making some small up-gradations in the eSalesmate software

package the problems of customers regarding long time taken for

account reconciliation can be resolved.

For further improvement of the company’s acid marketing department:

1. The company may also try to improve the satisfaction range of a few customers from satisfied to delight level.

‐ 74 ‐

2. The acid business department of the company may diversify into

other sectors like batteries and pharmaceuticals.

3. The company may also try to implement Total Quality

Management approaches like Six Sigma or Open Book policy to

further improve the efficiency of the department.

‐ 75 ‐

Chapter – 5

FFuuttuurree PPrroossppeeccttss

1. This report can be used as an input for other research by taking into

consideration findings and recommendations presented here.

2. This report may form a basis for further research by the company in

finding the satisfaction level of its customers and related aspects.

3. The report may be used for a market survey of the the product in a

specific demography.

4. It can also be used for trend analysis of the consumer satisfaction levels

or product attributes for the company.

‐ 76 ‐

Chapter – 7

AAppppeennddiixx

‐ 77 ‐

Appendix – I Client Name & e‐mail address

Client Name Person e-mail Ids No. of units

1 IPF Vikram ‐ Majra.HLL‐[email protected] 2

2 Laxmi Agro Devendra Sharma

[email protected]

3

3 SRF Ltd. Mr. Satpati [email protected]

‐

4 Anil Acid Anil Kakkar [email protected]

2

5 MSS Chemicals Rajen Choudhury [email protected]

‐

6 Punjab Chemical Mr. Jagjit Sandha [email protected]

4

7 Roshanlal Mr. Nandkishore

Jain [email protected]

‐

8 S.K. chemicals Ravinder Singh [email protected]

4

9 Star Chemical Mr. Chandwani [email protected]

‐

10 Sunny Trading Suresh Viz [email protected]

‐

11 UP Chemical Mr. B.L. Jetwani

[email protected]

‐

12 Vidisha Exico Mr. Kasera [email protected]

‐

mailto:[email protected]












‐ 78 ‐

13 Subhodaya Chem ‐ [email protected]

‐

14 GDS Chemical ‐ [email protected]

‐

15 Arwali Phosphate Suchil Sharma [email protected]

‐

16 Bohra industry ‐ [email protected]

‐

17 DCM Group Kanjolia [email protected]

3

18 Indian Phosphate Ravinder Singh [email protected]

‐

19 IPL Sudheer Relan [email protected]

4

20 Jubilant Organisys Rajiv Kapoor [email protected] [email protected]

‐

21 Khaitan Chemical Vijay Bhargia [email protected]

2

22 Liberty Group R.R. Dhanani [email protected]

‐

23 Rama Phosphate K.P. Sukhtankar [email protected] [email protected]

[email protected]

2















‐ 79 ‐

24 TEDCO Mr. Oswal

[email protected] [email protected] [email protected]

[email protected]

‐

25 Guljag industry Narendra Dhoot n‐[email protected] rk‐[email protected]

‐

26 Acid Pluss Ajit Lodha [email protected]

28 Balajee Chemicals ‐ [email protected] ‐

29 Mahaveer Surfac tant Mr. Joseph [email protected] ‐

30 Arawali Phosohate Suchil Sharma [email protected]

‐











‐ 80 ‐

Appendix ‐ II

Customer satisfaction feedback form:

‐ 81 ‐

‐ 82 ‐

‐ 83 ‐

‐ 84 ‐

Appendix ‐ III

Cover letter for the e‐mail survey questionnaire:

our outlook of Hindustan Zinc Ltd. (Acid business)

Y

Dear customer

Hindustan Zinc Ltd. (Acid business) would like to have your valuable perspective in its

latest survey related to customer satisfaction. We are constantly determined to fulfill

your needs. This survey is a part of the process. Your valuable feedback will enable us

to deliver enhanced services and reach customer delight. Kindly help us serve you

better by completing this questionnaire.

To provide us your valuable feedback go to

http://www.hzlconnect.com/userdetails/signina.asp login with username and your

and password and click 'Feedback'

If for , the link does rk pr can co te the link any reason not wo operly, you py and pas

given below in a new browser window and login with your username and password

and click on 'Feedback'

www.hzlconnect.com/userdetails/signina.asp

The questionnaire should take about 4‐7 minutes to complete. If you could complete

the questionnaire before June 5, 2009, it would be greatly appreciated.

The information supplied will be treated as confidential.

Please feel free to contact me on +91‐9910877534 or [email protected] in

regards to any queries you may have.

We appreciate your precious effort in providing us the feedback. Your valuable

feedback will help us serve you better than the best.

http://www.hzlconnect.com/userdetails/signina.asp

‐ 85 ‐

Regards

Zulfi

P.S.: Instructions regarding the filling of feedback form have been attached to this e‐

mail. Do find the same.

Instructions e‐mailed along with the survey questionnaire:

Step 1:

‐ 86 ‐

Step 2:

Step 3:

‐ 87 ‐

Step 4:

Step 5:

‐ 88 ‐

Step 6:

89

Appendix – IV

Customer Code & name : 0000002372 Indian Phosphate Ltd.

criteria points response

1. Product Quality (Characteristic) :

A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS

266 ‐ 1993.

a) Appearance 5 Excellent

b) Concentration (98% min) 5 Always above 98%

c) Impurity profile 5 Always within limit

B. Please share your valuable experience towards product's

performance in your required end use application. 5

Excellent quality

C. Request your observation on your product yield using HZL acid vis‐

à‐vis acid from other sources. 5

Excellent yield

D. Please share your experience in Handling of product with respect

to:

a) Storage 5 Very convenient

b) Pumping 5 Very convenient

c) Spillage handling 5 Very Easy

E. Your valuable feedback on disposal of By‐product (spent acid)

generated (if any) after using HZL Acid

c) Spillage handling 5 Many uses / users

2. Services Rendered

A. Please share your valuable experience with the Acid Marketing Team on the following parameters :

a) Overall accessibility in person, on mobile, through email or visits in

case of outstation customers. 5

Always available

b) Product knowledge 5 Excellent

c) Whether able to guide in your product application 5 Always able to guide

d) Knowledge related to Handling & Storage. 5 Excellent

e) Responsiveness in case of accident/spillage? 5 Proactive response

B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:

a) Helpful, co‐ordeal 5 Prompt

b) Responsiveness to query/problem 5 Proactive Response

90 3. Responsiveness

A. Please give your comment on availability of the product. 5 Always available

B. Please share your experience for the timely issuance of the delivery

order. 5

Prompt

C. Time taken for processing the order by the sales and logistics

department? 5

Prompt

D. Time taken for the loading of the tanker at the plant 5 Prompt

E. Your overall experience "from issuance of delivery order to the

dispatch of material" 5

Highly satisfied

4. Sales Automation & Effectiveness of E‐Salesmate Software:

A. Your observation on "shifting D.O. generation process from earlier

manual at plant / branch office to now e‐mode through E‐Salesmate " 5

Very efficient

B. Please comment on "the user‐friendliness of E‐Salesmate". 5 User friendly

C. Your experience about the speed of the software. 5 High speed

D. Accessibility to different sections of e‐salesmate such as Invoice list,

sales order, account statements etc. 5

High speed

E. Your observation on "E‐Salesmate lead to saving of time, man hours

& resources. 5

Highly benificial

5. Product Pricing:

A. Specify your views regarding the product pricing based on the following parameters:

a) Price Competitiveness 5 Always competitive

b) Payment Terms 5 Most Suitable

c) Credit Refunds 5 Prompt

d) Account Reconciliation 5 Prompt

e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient

6. Complaint Handling:

A. Your experience regarding the complain handling process :

a) Problem Solving 5 Always resolved

b) Time Taken 5 Prompt

c) Responsiveness of the concerned authority 5 Proactive response

7. Overall Experience

A. Please rate your overall experience with HZL 5 Highly Satisfied

91

Criteria Maximum points points obtained fraction % Weight points

obtained X weight

Maximum points X weight

Product Quality: 45 45 1 100% 10 450 450

Services Rendered: 35 35 1 100% 20 700 700

Responsiveness: 25 25 1 100% 15 375 375

eSalesmate: 25 25 1 100% 15 375 375

Product Pricing: 25 25 1 100% 20 500 500

Complaint Handling: 15 15 1 100% 10 150 150

Experience with HZL: 5 5 1 100% 10 50 50

Net Result 100.00%

Total Points: 175 175 100 2600 2600

92

Appendix – V

Customer Code & name : 0000004385 M.P. Chemicals &

Minerals



A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per

IS 266 ‐ 1993.






Excellent quality



Excellent yield


to:



c) Spillage handling 5 Very Easy








Always available







93 b) Responsiveness to query/problem 5 Proactive Response

3. Responsiveness



order. 5

Prompt


department? 5

Prompt




Highly satisfied




Very efficient





High speed


& resources. 5

Highly benificial

5. Product Pricing:














94

Criteria Maximum points points obtained fraction % Weight

points

obtained X

weight

Maximum

points X weight

Product Quality: 45 44 0.98 98% 10 440 450


Responsiveness: 25 25 1 100% 15 375 375

eSalesmate: 25 25 1 100% 15 375 375

Product Pricing: 25 25 1 100% 20 500 500



Net Result 99.62%

Total Points: 175 174 100 2590 2600

95

Appendix – VI

Customer Code & name :

0000001324 U.P. Chemicals




266 ‐ 1993.






Excellent quality



Excellent yield


to:



c) Spillage handling 4 Easy








Always available








3. Responsiveness



order. 5

Prompt


department? 5

Prompt




Highly satisfied




Very efficient





High speed


& resources. 5

Highly benificial

5. Product Pricing:














97

Criteria Maximum points points obtained fraction % weight points obtained X

weight

Product Quality: 45 44 0.977777778 98% 10 440 450


Responsiveness: 25 25 1 100% 15 375 375

eSalesmate: 25 25 1 100% 15 375 375

Product Pricing: 25 25 1 100% 20 500 500



Net Result 99.62%

Total Points: 175 174 100 2590 2600

98

Appendix – VII

Customer Code & name : 0000004220 DJ Chemicals




266 ‐ 1993.






Excellent quality



Excellent yield


to:

a) Storage 4 Convenient

b) Pumping 4 Convenient









Generally available











order. 5

Prompt


department? 5

Prompt




Highly satisfied




Very efficient





High speed


& resources. 5

Highly benificial

5. Product Pricing:














100


points

obtained X

weight

Product Quality: 45 42 0.9333 93% 10 420 450

Services Rendered: 35 34 0.971428571 97% 20 680 700

Responsiveness: 25 25 1 100% 15 375 375

eSalesmate: 25 25 1 100% 15 375 375

Product Pricing: 25 25 1 100% 20 500 500



Net Result 98.08%

Total Points: 175 171 100 2550 2600

101

Appendix – VIII

Customer Code & name : 0000004093 Anshul Chemicals




266 ‐ 1993.

a) Appearance 4 As per standard

b) Concentration (98% min) 4 Sometimes above 98%




Excellent quality



Excellent yield


to:






c) Spillage handling 4 Few uses / users





Always available









A. Please give your comment on availability of the product. 4 Available mostly


order. 5

Prompt


department? 5

Prompt




Satisfied




Convenient


C. Your experience about the speed of the software. 4 Good speed



Good speed


& resources. 5

Highly benificial

5. Product Pricing:



b) Payment Terms 4 Suitable











103


points

obtained X

weight

Product Quality: 45 39 0.8667 87% 10 390 450


Responsiveness: 25 23 0.92 92% 15 345 375

eSalesmate: 25 22 0.88 88% 15 330 375

Product Pricing: 25 24 0.96 96% 20 480 500



Net Result 94.04%

Total Points: 175 163 100 2445 2600

104

Appendix – IX

Customer Code & name : 0000000141 B Roshan Lal & Company




266 ‐ 1993.






Good quality



Excellent yield


to:











Always available











order. 5

Prompt


department? 5

Prompt




Satisfied




Convenient





Good speed


& resources. 5

Highly benificial

5. Product Pricing:





d) Account Reconciliation 4 Regular





b) Time Taken 4 Optimal




106


points

obtained X

weight

Product Quality: 45 38 0.8444 84% 10 380 450


Responsiveness: 25 23 0.92 92% 15 345 375

eSalesmate: 25 22 0.88 88% 15 330 375

Product Pricing: 25 23 0.92 92% 20 460 500

Complaint Handling: 15 14 0.933333333 93% 10 140 150


Net Result 92.50%

Total Points: 175 160 100 2405 2600

107

Appendix – X

Customer Code & name : 0000002947 SRF Limited (Chemical

Business Div.) ‐ 2947




266 ‐ 1993.






Good quality



Just required yield


to:











Always available


c) Whether able to guide in your product application 4 Generally able to guide






3. Responsiveness



order. 5

Prompt


department? 4

Optimal

D. Time taken for the loading of the tanker at the plant 4 Optimal



Satisfied




Very efficient





High speed


& resources. 5

Highly benificial

5. Product Pricing:




c) Credit Refunds 4 Regular





a) Problem Solving 4 Mostly resolved


c) Responsiveness of the concerned authority 4 Respond if asked



109


points

obtained X

weight

Product Quality: 45 38 0.8444 84% 10 380 450


Responsiveness: 25 21 0.84 84% 15 315 375

eSalesmate: 25 25 1 100% 15 375 375

Product Pricing: 25 22 0.88 88% 20 440 500



Net Result 90.77%

Total Points: 175 157 100 2360 2600

110

Appendix – XI

Customer Code & name : 0000003690 S.K. Chemicals




266 ‐ 1993.






Good quality



Excellent yield


to:











Always available

b) Product knowledge 4 Good


d) Knowledge related to Handling & Storage. 4 Good




b) Responsiveness to query/problem 4 Responds if asked




order. 4

Optimal


department? 4

Optimal




Satisfied




Very efficient





Good speed


& resources. 5

Highly benificial

5. Product Pricing:













A. Please rate your overall experience with HZL 4 Satisfied

112

Maximum points points obtained fraction % Weight

points

obtained X

weight

Criteria

Product Quality: 45 40 0.8889 89% 10 400 450


Responsiveness: 25 20 0.8 80% 15 300 375

eSalesmate: 25 23 0.92 92% 15 345 375

Product Pricing: 25 23 0.92 92% 20 460 500


Experience with HZL: 5 4 0.8 80% 10 40 50

Net Result 88.27%

Total Points: 175 154 100 2295 2600

113

Appendix – XII





266 ‐ 1993.






Excellent quality



Excellent yield


to:











Always available




e) Responsiveness in case of accident/spillage? 4 Responds if asked


a) Helpful, co‐ordeal 4 Considerate





order. 4

Optimal


department? 4

Optimal




Satisfied




Very efficient

B. Please comment on "the user‐friendliness of E‐Salesmate". 4 Simple




Good speed


& resources. 5

Highly benificial

5. Product Pricing:














115


points

obtained X

weight

Product Quality: 45 41 0.9111 91% 10 410 450


Responsiveness: 25 20 0.8 80% 15 300 375

eSalesmate: 25 22 0.88 88% 15 330 375

Product Pricing: 25 23 0.92 92% 20 460 500



Net Result 88.08%

Total Points: 175 154 100 2290 2600

116

Appendix – XIII

Customer Code & name : 0000002732 Indian Potash Ltd.




266 ‐ 1993.






Good quality



Excellent yield


to:

a) Storage 3 Can not say


c) Spillage handling 2 Difficult








Always available







b) Responsiveness to query/problem 3 Can not say




order. 5

Prompt


department? 4

Optimal




Satisfied




Very efficient





High speed


& resources. 5

Highly benificial

5. Product Pricing:


a) Price Competitiveness 3 Can not say









c) Responsiveness of the concerned authority 3 Can not say



118


points

obtained X

weight

Product Quality: 45 30 0.6667 67% 10 300 450


Responsiveness: 25 22 0.88 88% 15 330 375

eSalesmate: 25 25 1 100% 15 375 375

Product Pricing: 25 23 0.92 92% 20 460 500



Net Result 87.12%

Total Points: 175 148 100 2265 2600

119

Appendix – XIV





266 ‐ 1993.






Good quality



Just required yield


to:











Always available











order. 4

Optimal


department? 4

Optimal




Satisfied




Convenient





Good speed


& resources. 5

Highly benificial

5. Product Pricing:






e) Online (direct deposit to HZL bank account) Payment Mechanism 4 Sometimes convenient








121


points

obtained X

weight

Maximum points

X weight

Product Quality: 45 38 0.8444 84% 10 380 450


Responsiveness: 25 20 0.8 80% 15 300 375

eSalesmate: 25 21 0.84 84% 15 315 375

Product Pricing: 25 21 0.84 84% 20 420 500



Net Result 85.19%

Total Points: 175 148 100 2215 2600

122

Appendix – XV

Customer Code & name : 0000000941 PUNJAB CHEMICAL

INDUSTRIES




266 ‐ 1993.



c) Impurity profile 4 Sometimes within limit


performance in your required end use application. 4 Good quality


à‐vis acid from other sources. 3 Can not say


to:



c) Spillage handling 3 Can not say







case of outstation customers. 5 Always available







123 b) Responsiveness to query/problem 4 Responds if asked

3. Responsiveness



order. 5 Prompt


department? 5 Prompt



dispatch of material" 5 Highly satisfied



manual at plant / branch office to now e‐mode through E‐Salesmate " 4 Convenient




sales order, account statements etc. 2 Average speed


& resources. 5 Highly benificial

5. Product Pricing:














124


points

obtained X

weight

Product Quality: 45 34 0.7556 76% 10 340 450


Responsiveness: 25 24 0.96 96% 15 360 375

eSalesmate: 25 20 0.8 80% 15 300 375

Product Pricing: 25 20 0.8 80% 20 400 500



Net Result 84.23%

Total Points: 175 146 100 2190 2600

125

Appendix – XVI

Customer Code & name : 0000001807 Laxmi Agro Industrial

Consultants




266 ‐ 1993.






Good quality



Just required yield


to:











Generally available








3. Responsiveness



order. 5

Prompt


department? 4

Optimal




Satisfied




Very efficient





Average speed


& resources. 5

Highly benificial

5. Product Pricing:


a) Price Competitiveness 4 Sometime competitive



d) Account Reconciliation 2 Sometimes delayed









127


points

obtained X

weight

Product Quality: 45 37 0.8222 82% 10 370 450


Responsiveness: 25 21 0.84 84% 15 315 375

eSalesmate: 25 21 0.84 84% 15 315 375

Product Pricing: 25 19 0.76 76% 20 380 500



Net Result 82.69%

Total Points: 175 146 100 2150 2600

128

Appendix – XVII


Consultants




266 ‐ 1993.






Good quality



Just required yield


to:











Generally available








3. Responsiveness



order. 5

Prompt


department? 4

Optimal




Satisfied




Very efficient





Average speed


& resources. 5

Highly benificial

5. Product Pricing:














130


points

obtained X

weight

Product Quality: 45 37 0.8222 82% 10 370 450


Responsiveness: 25 21 0.84 84% 15 315 375

eSalesmate: 25 21 0.84 84% 15 315 375

Product Pricing: 25 19 0.76 76% 20 380 500



Net Result 82.69%

Total Points: 175 146 100 2150 2600

131

Appendix – XVIII


Consultants




266 ‐ 1993.






Good quality



Just required yield


to:











Generally available








3. Responsiveness



order. 5

Prompt


department? 4

Optimal




Satisfied




Very efficient





Average speed


& resources. 5

Highly benificial

5. Product Pricing:














133


points

obtained X

weight

Maximum points

X weight

Product Quality: 45 37 0.8222 82% 10 370 450


Responsiveness: 25 21 0.84 84% 15 315 375

eSalesmate: 25 21 0.84 84% 15 315 375

Product Pricing: 25 19 0.76 76% 20 380 500



Net Result 82.69%

Total Points: 175 146 100 2150 2600

134

Appendix – XIX

Customer Code & name : 0000000745 M.S.S. Chemicals




266 ‐ 1993.


b) Concentration (98% min) 3 Can not say

c) Impurity profile 3 Can not say



Good quality



Lower yield.


to:











Always available









A. Please give your comment on availability of the product. 2 Unavailable sometimes


order. 4

Optimal


department? 4

Optimal




Satisfied




Very efficient





Average speed


& resources. 5

Highly benificial

5. Product Pricing:


a) Price Competitiveness 2 Sometime expensive

b) Payment Terms 2 Partially suitable











136


weight

Maximum points

X weight

Product Quality: 45 30 0.666666667 67% 10 300 450


Responsiveness: 25 18 0.72 72% 15 270 375

eSalesmate: 25 22 0.88 88% 15 330 375

Product Pricing: 25 19 0.76 76% 20 380 500



Net Result 80.38%

Total Points: 175 139 100 2090 2600

137

Appendix – XX

Customer Code & name : 0000000595 Karni Acid & Chemical

P.Ltd




266 ‐ 1993.


b) Concentration (98% min) 2 Sometimes below 98%

c) Impurity profile 2 Sometimes above limit


performance in your required end use application. 4 Good quality


à‐vis acid from other sources. 4 Just required yield


to:

a) Storage 2 Difficult





c) Spillage handling 2 Slightly difficult





Always available








3. Responsiveness



order. 4

Optimal


department? 3 Can not say

D. Time taken for the loading of the tanker at the plant 2 Sometime delayed



Satisfied




Very efficient





Low speed


& resources. 5

Highly benificial

5. Product Pricing:






e) Online (direct deposit to HZL bank account) Payment Mechanism 4 Sometimes convenient








139

Maximum points points obtained fraction % Weight

points

obtained X

Weight

Criteria

Product Quality: 45 26 0.577777778 58% 10 260 450


Responsiveness: 25 17 0.68 68% 15 255 375

eSalesmate: 25 20 0.8 80% 15 300 375

Product Pricing: 25 22 0.88 88% 20 440 500



Net result 78.27%

Total Points: 175 132 100 2035 2600

140

Appendix – XXI

Customer Code & name : 0000003253 Sunny Trading Co.




266 ‐ 1993.






Good quality



Just required yield


to:











Sometimes available







b) Responsiveness to query/problem 2 Delayed Response




order. 4

Optimal


department? 4

Optimal




Partially satisfied




Very efficient





Average speed


& resources. 5

Highly benificial

5. Product Pricing:














142


weight

Maximum points

X weight

Product Quality: 45 37 0.822222222 82% 10 370 450


Responsiveness: 25 18 0.72 72% 15 270 375

eSalesmate: 25 22 0.88 88% 15 330 375

Product Pricing: 25 21 0.84 84% 20 420 500



Net Result 78.08%

Total Points: 175 138 100 2030 2600

143

Appendix – XXII

Customer Code & name : 0000003279 Karni Acid & Chemical

P.Ltd




266 ‐ 1993.



c) Impurity profile 2 Sometimes above limit



Excellent quality



Excellent yield


to:











Always available








3. Responsiveness



order. 2

Sometime delayed


department? 2

Sometime delayed




Partially satisfied




Convenient





Average speed


& resources. 4

Slightly benificial

5. Product Pricing:



b) Payment Terms 2 Partially suitable






a) Problem Solving 3 Can not say

b) Time Taken 3 Can not say




145


points

obtained X

Weight

Product Quality: 45 34 0.755555556 76% 10 340 450


Responsiveness: 25 12 0.48 48% 15 180 375

eSalesmate: 25 18 0.72 72% 15 270 375

Product Pricing: 25 20 0.8 80% 20 400 500



Net result 76.54%

Total Points: 175 132 100 1990 2600

146

Appendix – XXIII

Customer Code & name : 0000002336 Sunny Trading Co.




266 ‐ 1993.






Good quality



Just required yield


to:











Sometimes available











order. 4

Optimal


department? 4

Optimal




Partially satisfied




Very efficient





Average speed


& resources. 5

Highly benificial

5. Product Pricing:














148


weight

Maximum points

X weight

Product Quality: 45 33 0.733333333 73% 10 330 450


Responsiveness: 25 18 0.72 72% 15 270 375

eSalesmate: 25 22 0.88 88% 15 330 375

Product Pricing: 25 21 0.84 84% 20 420 500



Net Result 76.54%

Total Points: 175 134 100 1990 2600

149

Appendix – XXIV

Customer Code & name : 0000001262 Tedco Granites




266 ‐ 1993.






Good quality



Just required yield


to:











Generally available











order. 4

Optimal


department? 4

Optimal




Satisfied




Convenient





Average speed


& resources. 4

Slightly benificial

5. Product Pricing:




c) Credit Refunds 2 Sometimes delayed










151


points

obtained X

weight

Product Quality: 45 34 0.7556 76% 10 340 450


Responsiveness: 25 20 0.8 80% 15 300 375

eSalesmate: 25 18 0.72 72% 15 270 375

Product Pricing: 25 15 0.6 60% 20 300 500



Net Result 74.23%

Total Points: 175 131 100 1930 2600

152

Appendix – XXV

Customer Code & name : 0000003107 Vidisha Exico




266 ‐ 1993.






Can not say



Just required yield


to:











Generally available




e) Responsiveness in case of accident/spillage? 3 Can not say


a) Helpful, co‐ordeal 3 Can not say





order. 5

Prompt


department? 2

Sometime delayed




Satisfied




Convenient





Good speed


& resources. 5

Highly benificial

5. Product Pricing:



b) Payment Terms 1 Not suitable



e) Online (direct deposit to HZL bank account) Payment Mechanism 3 Can not say








154


points

obtained X

weight

Maximum points

X weight

Product Quality: 45 33 0.7333 73% 10 330 450


Responsiveness: 25 15 0.6 60% 15 225 375

eSalesmate: 25 21 0.84 84% 15 315 375

Product Pricing: 25 14 0.56 56% 20 280 500



Net Result 70.77%

Total Points: 175 126 100 1840 2600

155

Appendix – XXVII

Customer Code & name : 0000002842 Rohit Sulfactant Pvt Ltd




266 ‐ 1993.






Can not say



Just required yield


to:











Generally available




e) Responsiveness in case of accident/spillage? 3 Can not say


a) Helpful, co‐ordeal 3 Can not say





order. 5

Prompt


department? 2

Sometime delayed




Satisfied




Convenient





Good speed


& resources. 5

Highly benificial

5. Product Pricing:



b) Payment Terms 1 Not suitable



e) Online (direct deposit to HZL bank account) Payment Mechanism 3 Can not say








157


points

obtained X

weight

Maximum points

X weight

Product Quality: 45 33 0.7333 73% 10 330 450


Responsiveness: 25 15 0.6 60% 15 225 375

eSalesmate: 25 21 0.84 84% 15 315 375

Product Pricing: 25 14 0.56 56% 20 280 500



Net Result 70.77%

Total Points: 175 126 100 1840 2600

158

Appendix – XXVII

Customer Code & name : 0000002296 Star Chemicals




266 ‐ 1993.






Good quality


à‐vis acid from other sources. 3 Cannot say


to:






c) Spillage handling 3 Cannot say





Generally available



d) Knowledge related to Handling & Storage. 3 Can not say

e) Responsiveness in case of accident/spillage? 2 Delayed response







order. 2

Sometime delayed


department? 1

Too long




Partially satisfied




Convenient





Can not say


& resources. 5

Highly benificial

5. Product Pricing:













A. Please rate your overall experience with HZL 3 Can not say

160


weight

Maximum points

X weight

Product Quality: 45 32 0.711111111 71% 10 320 450


Responsiveness: 25 11 0.44 44% 15 165 375

eSalesmate: 25 20 0.8 80% 15 300 375

Product Pricing: 25 16 0.64 48% 20 320 500



Net Result 65.58%

Total Points: 175 115 0.657142857 63% 100 1705 2600

161

Appendix – XXVIII

Customer Code & name : 0000000976 Royal Traders




266 ‐ 1993.






Good quality


à‐vis acid from other sources. 3 Can not say


to:











Generally available











order. 2

Sometime delayed


department? 1

Too long




Partially satisfied




Convenient





Good speed


& resources. 5

Highly benificial

5. Product Pricing:













A. Please rate your overall experience with HZL 2 Partially satisfied

163


weight

Maximum

points X weight

Product Quality: 45 32 0.711111111 71% 10 320 450


Responsiveness: 25 11 0.44 44% 15 165 375

eSalesmate: 25 21 0.84 84% 15 315 375

Product Pricing: 25 15 0.6 60% 20 300 500



Net Result 65.00%

Total Points: 175 114 100 1690 2600

164

Appendix – XXIX

Customer Code & name : 0000003379 Royal Traders




266 ‐ 1993.



c) Impurity profile 4 Sometimes within limit



Slightly Inferior



Just required yield


to:


b) Pumping 1 Very difficult









Generally available











order. 2

Sometime delayed


department? 1

Too long




Partially satisfied




Convenient





High speed


& resources. 5

Highly benificial

5. Product Pricing:



b) Payment Terms 3 Can not say










A. Please rate your overall experience with HZL 3 Can not say

166

Maximum points points obtained fraction % weight points obtained X

weight

Maximum points

X weight Criteria

Product Quality: 45 24 0.533333333 54% 10 240 450


Responsiveness: 25 11 0.44 44% 15 165 375

eSalesmate: 25 22 0.88 88% 15 330 375

Product Pricing: 25 15 0.6 60% 20 300 500



Net Result 62.88%

Total Points: 175 108 100 1635 2600

167

Chapter – 6

RReeffeerreenncceess 1. Ajeet (personal communication). Mr. Amit Ajeet, Executive, Commercial –

HZL. [email protected]

2. http://www.hzlconnect.com/ 3. http://www.hzlindia.com/index1.asp 4. http://www.hzlindia.com/vision.asp 5. Garg (personal communication). Mr. Varun Garg, Executive, Acid

Marketing – HZL. [email protected]

6. http://mooni.fccj.org/~ethall/h2so4/h2so4.htm 7. http://www.thetimes100.co.uk/theory/theory‐‐measuring‐customer‐

satisfaction‐‐413.php 8. http://en.wikipedia.org/wiki/Ranking 9. http://en.wikipedia.org/wiki/Weighted_mean

hindustan zinc ltd._summer internship_july2009_ hzl - internship project - revised 2 august 2009

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